Transit agencies have access to more information than ever before. The challenge is turning that growing volume of data into something agencies can actually use to improve capital projects and day-to-day service. That was a central theme of a recent METROspectives conversation between METRO Magazine Executive Editor Alex Roman and Steve Lassey, CEO of Strada360.

Lassey brings decades of transit experience to the discussion, including approximately five years as the CEO of a transit agency. After leaving the agency side of the industry, he and several colleagues formed Strada360 in 2018. The company focuses on data integration and helping agencies unlock information already contained within their technology systems.

Breaking Down Transit’s Data Silos

For Lassey, one of the biggest obstacles facing agencies isn't necessarily a lack of technology or information. Instead, valuable information can remain trapped within separate systems.

Transit agencies have invested over the years in specialized platforms for scheduling, planning, fleet maintenance, and operations. Those individual systems may perform their intended functions well, but Lassey explained that agencies can struggle to analyze their information collectively.

“A lot of insights and possible actions to increase the performance of their system is hidden within those data silos,” Lassey said.

Strada360 brings that information into a larger data structure, allowing agencies to analyze performance across operations and answer practical questions such as which buses are consistently late and, more importantly, why.

By drilling deeper into the data, agencies can move beyond what was scheduled to happen and develop a clearer understanding of what riders are actually experiencing. That includes identifying problems such as missing or “ghost” buses, duplicate buses, and other service issues that can affect customers every day.

Learning From What Happened Before

Historical information can also give agencies another tool for managing future disruptions.

Lassey pointed to weather, accidents, emergency disruptions, and detours as examples of events that can significantly affect transit operations. By examining what occurred during previous incidents, agencies can better understand their impacts and develop plans for similar situations in the future.

For an agency dealing with severe winter weather, for example, historical data can show what happened to schedules and service when roads became congested and help planners develop strategies to mitigate those effects the next time conditions arise.

The goal is not simply to collect more data. It is to transform information the agency already possesses into something that can support decisions.

That capability has become particularly important as agencies continue responding to changing travel patterns and rider expectations.

Lassey said better access to information can help agencies understand where customers are traveling, identify potential failure points, and determine whether connections between modes are working as intended.

It can also let planners test different scenarios — essentially asking what might happen if a service or operational change is made before implementing it.

At the same time, operational data can feed customer-facing information, helping riders receive real-time updates and experience smoother trips.

Meeting a New Standard for Customer Experience

Lassey said rider expectations have also changed.

Customers increasingly expect their interactions with transit providers to resemble the responsive digital experiences they receive from major consumer companies, according to Lassey, which creates a challenge for agencies that may have significantly fewer resources but are still expected to provide timely, accurate, and seamless information.

Technology can help close that gap by giving employees better tools internally while also improving the information delivered to customers.

Lassey described the broader objective as increasing an agency's capabilities while encouraging “a culture of creativity and adopting new technology” that gets more value from both employees and existing technology investments.

No discussion about the future of data and technology would be complete without artificial intelligence.

Lassey said Strada360 is already using AI internally and is incorporating the technology into its next generation of tools. The potential, he explained, is to make it easier for users to mine information and find the results they need.

But he also urged agencies to look beyond the hype surrounding AI.

While the technology presents opportunities, transit organizations must be prepared to adopt it in meaningful ways and understand how vendors are incorporating AI into their products.

Lassey acknowledged that AI, like other emerging technologies, is moving through a period of considerable attention and experimentation. He advised agencies to approach it carefully, seek knowledgeable guidance, and focus on applications that address real transit challenges.

Preparing Transit for What Comes Next

Looking further ahead, Lassey believes the industry's ability to adapt to technology will become increasingly important.

Vehicles will change. Maintenance processes will evolve. Infrastructure will change. And agencies will need employees who understand emerging technologies and can translate them into practical improvements. That makes workforce development part of the technology conversation, too.

Lassey encouraged transit organizations to attract younger professionals entering the workforce with experience using the latest technologies, while continuing to develop an organizational culture capable of adapting as those tools evolve.

For Lassey, who said his passion for transit has remained strong throughout his career, preparing for that future comes down to flexibility.

“Be adaptive, be flexible, and make sure you're equipped to use all of the tools at your disposal to ensure your success,” he said.

This article, generated using OpenAI, was edited for accuracy and style and based on an episode of METROspectives